V I N N O VA I N F O R M AT I ON

VI 2006:18

(replaces VI 2006:12)

Projects within the RTD programme

E-services in Public Administration (Svensk version VI 2006:17)

ISSN: 1650-3120

November 2006

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ublic Administration services can be performed and provided more efficiently – and at lower cost – by developing and using electronic interactive services. Cross-disciplinary research and technical developments will create new functions permitting quicker handling of cases, more efficient work procedures, streamlined organisation and network administration that facilitates contact with official bodies for both private individuals and business people. Major market opportunities, including those on international markets, will open up for companies that develop and provide new kinds of services and products, and also technical solutions. A decisive factor for the success of e-services is also the ability of Public Administration bodies to identify the various needs and demand for services, and to assess the benefits of such services. VINNOVAs programme, called E-services in Public Administration, covers the services that public administration bodies offer to citizens, companies, professional and industrial organisations and as well as other official agencies. E-services should support the exercise of public authority, making it easier for individuals and companies to become aware of Public Administration services, or to fulfil their obligations, and also to support democratic processes and other forms in order to exert greater influence. VINNOVA’s role is to stimulate needs-driven R&D, in situations where close cooperation between various groups of players within Public Administration, universities, colleges and companies can lead to the development of innovative and cross-disciplinary public e-services. ese services must meet defined user needs and demand, and yield measurable results. By “cross-disciplinary” we mean that they should be generic, in other words be of interest to other Public Administration bodies, either because they are well suited to collaboration between various authorities, or because they can be used, after minor modifications, by other authorities. VINNOVA believes that these services should be developed based on the needs and demands of users, and should include technology, process, organisational and skills development. VINNOVA supports the ongoing trend towards joined-up administration, with fewer points of contact for users. e priority is on how users experience accessibility and usability, and the perceived benefits. 2

Information about the E-services in Public Administration programme can be found in VINNOVA’s administration planning; www.vinnova.se and under the programme. Further information about the programme is available from: Madeleine Siösteen iel, Programme Manager Tel: +46 (0) 8-473 31 42; Fax: +46 (0) 8-473 30 05 e-mail: [email protected] Gunilla Lundén, Manager Tel: +46 (0) 8-473 31 38; Fax: +46 (0) 8-473 30 05 e-mail: [email protected] Answers to questions of an administrative nature are available from: Eva Nyström, Assistant Tel: +46 (0) 8-473 31 21; Fax: +46 (0) 8-473 30 05 e-mail: eva.nystrom eva.nystrom@ @VINNOVA.se VINNOVA can be reached at: Postal address: VINNOVA, 101 58 Stockholm, SWEDEN. Office: Mäster Samuelsgatan 56, Stockholm. Tel switchboard: +46 (0) 8-473 30 00; Fax: +46 (0) 8-473 30 05 www.VINNOVA.se e-mail: [email protected]

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Inter-organisational e-services for driver licenses is R&D project is aimed at developing e-services for all matters to do with driving licences, and a web portal providing easy access to this type of service, together with information about the driving licence process. e combination of these e-services and the Web portal provide a generic result that will be used by 22 agencies (the National Road Administration and Sweden’s 21 county administrative boards) as well as citizens. anks to this portal and the services it offers, there will be a clear interdisciplinary service focus, and a marked reduction in the present rather opaque division of organisational responsibilities and boundaries. A key objective of the R&D project is to develop a web portal with eservices that can serve as models. Alongside the e-services and the driving licence portal, the project will yield a method for developing inter-organisational e-services, with the prime objective of enabling other official bodies to benefit from the R&D project’s experience and skills development. e project involves close cooperation between several interested parties, researchers and practitioners, whose work will alternate between development, design and evaluation activities within the integrated area of administrative, service and IT development. Project leader: Karin Axelsson, University of Linköping, Department of Computer and Information Science. E-mail [email protected] E-mail: Project owner: Department of Computer and Information Science, PELAB. www.ida.liu.se/labs/pelab REMS – Referral services A fundamental problem in health and medical care is the lack of cooperation between care-giving organisations. is leads to increased costs, while patients end up in long queues waiting for care. One way of improving cooperation is working methods geared to processes and services, and supported by electronic services. e REMS project focuses on collaborative care defined in referral letters, making it possible to achieve useful results rapidly. e project’s overall objective is to develop and test a number of electronic referral services, making it possible to transfer patients efficiently, while maintaining high quality, through health and medical care. Based on the referral service, a new organisational approach is being evaluated 4

in which care givers can mobilise their resources dynamically for the patient’s progress through the care system. e project is expected to contribute to safe and rapid care, adapted to the patient’s needs at the right level by the right care giver, while at the same time using the care giver’s resources efficiently. e project is a collaboration between S:t Eriks Ögonsjukhus (St. Erik’s Eye Hospital), Stockholms Läns Landsting (Stockholm County Council), KTH (the Royal Institute of Technology), and OOpix Syd AB. Project leader: Angeles Bermudez-Svankvist Bermudez-Svankvist, St. Erik’s Eye Hospital, Stockholm. E-mail: [email protected] Project owner: St. Erik’s Eye Hospital. www.sankterik.se e-Health Service – a public e-service for the full range of care services e aim of the project is to develop an infrastructure for handling information and know-how. It is being designed in line with the standards currently being applied within health and medical care and in the Skåne region, so that the functionality can be accessed via existing IT support. is health service makes it easier for care givers to identify collaborative partners regardless of who is in charge, for example in preparing individual care plans in which treatment is being given by many different care givers. e significance of the project lies in demonstrating that it is possible to describe health and medical care from a service perspective. e project aims to encourage ongoing cooperation by bringing together a broad skills base within the innovation system. It is the starting point for a catalogue of health and medical care services, whereby our proposed eservice differs from things like Vårdguiden (Care Guide) or Sundhed.dk. e consortium includes representatives of nursing care providers, spokespersons for the patients, research and consultancy experts from interactive, industry and service design, an IT supplier, a trade union organisation within the care sector, as well as a network for business development projects.

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Project leader leader: Curt Schröder Schröder, Industriellt Utvecklingscentrum Skåne (IUC Skåne). E-mail [email protected] E-mail: Project owner owner: Region Skåne. www.skane.se E-student passport (“e-Me”) e e-student passport is intended to encourage attractive and efficient e-services for students. e idea is that students should be offered, before, during and after their studies, their own ´electronic representative´, or “e-Me” for short. is e-Me receives, sorts and manages invitations, questions, information etc. all according to people’s preferences. In this way e-Me becomes a sort of mailbox with an assistant. An e-Me service like this is integrated with both public and private, local and national service providers on the citizen’s terms. is creates an efficient infrastructure for the consumption of electronic services. e project will be run by a consortium consisting of leading organisations within business and the university sector. e initiative for the project has been taken by the Ladok Division at Umeå University, SSCO, Borås högskola (the University College of Borås), Intel and the Calistoga Springs Research Institute. Other groups have offered to participate with various resources. ese include WM-data, Microsoft, VISA, SL and CSN. e time plan for the project extends over 2 years. Project leader: Sören Berglund Berglund, Ladok Division at Umeå University. E-mail: [email protected] Project owner: Ladok Division at Umeå University. www.umu.se/ladokenheten The Building Permit Guide (House Building Guide) For the Andersson family, the decision to build their own house is a big one –- one of the biggest in their lives. Many issues need to be resolved. e decision is based on a number of considerations that require sound information. Currently it can be complicated and difficult for the family to acquire the necessary information, and to contact the many different agencies and companies who play a part in the Build a House process. e family’s needs for information and decision support will be provided in future through the Building Permit Guide e-service. It can be reached 6

via the various websites of the participants. It provides one door in. An illustration of the idea is available on this link: http://gis.ebolaget.com/ byggabo/ e aim of the project is to develop this ´one door in´ solution through collaboration between municipalities, companies, State agencies, universities and colleges, banks, as well as professional and industrial organisations. e Andersson family’s needs are central. A joined-up e-service giving a clear overview is created for the Andersson family’s housebuilding process. e intention is that the e-services should increase the Andersson family’s chances of success in their building project. Project leader: Patrik Ottoson, Lantmäteriet (Swedesurvey), Gävle. E-mail [email protected] E-mail: Project owner: Swedesurvey. www.lantmateriet.se

E-services for cooperative use A collaboration between 30 municipalities has laid the groundwork for producing municipal e-services. e Sambruk platform has created the conditions for shared development work on municipal e-services. An important element in this is working with the public sector. All Sweden’s municipalities will be able to find out about the development efforts being made. e objectives of the Sambruk platform are: – to reduce the costs to the municipalities of developing and operating e-services; and – to reduce the lead times for developing and launching these services. e aim of the project is twofold – to develop four priority municipal e-services, and then to enhance two of these in order to create new knowhow and methodologies for developing network-based e-services. e aim is also to clarify how the circumstances and rules of the game for finance, roles and responsibilities, management/control, the regulatory framework, hard and soft infrastructure etc. are affected when inter-disciplinary cooperation takes place between independent public sector groups across traditional administrative boundaries.

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Project leader: JJanne Dicander, Jönköping municipality, Stadskontoret/ Rådhuset, Jönköping. E-mail: [email protected] Project owner: Id för Sambruk m firma Sambruk i Sverige. www.sambruk.se E-society for business communication e aim of the project is to develop and implement seven e-services in two municipalities by the end of 2007. e e-services would be for companies in the municipalities of Orust and Upplands-Väsby, and would be clearly targeted at meeting the needs of companies. e project will create a portal function specifically aimed at companies and their needs. It will also deliver a documented methodology that can be freely distributed to Swedish municipalities. e project will use research to measure and analyse needs, usability, level of skill needed and the efficiency of the e-services. Once all the e-services have been set up, then the work from implementation to delivery acceptance will be documented as a model methodology, and will be supplied free for use by Swedish municipalities, in order that: – all municipalities can reuse what others have achieved – even small municipalities can afford to introduce e-services. Out of today’s case management by analogue methods, the aim is that 70% of all cases concerned will be handled digitally in e-services by the end of 2008. Project leader: Johannes Helfrich, Helfrich HumanTech, Skogås. E-mail: [email protected] Project owner: Swedish Administrative Development Agency – VERVA www.verva.se E-service for safe mining e product that this project is intended to create is innovative. It could be described as both saving resources and promoting growth. In other words, it gives not just Sweden, but the whole international community immediate access to the regulatory system that lies buried within administrative systems. e project thereby fulfils its role in the community’s transition to an e-service model. e needs of citizens are also safeguar8

ded by coordinating the interfaces to the services in the form of a standard. In other words, the various parts of Public Administration can all be found in one and the same service. A private company, Zert AB, is developing the prototype in cooperation with researchers from Umeå University, along with state agencies and companies involved. Zert AB are also marketing it. e project meets the needs of interested parties for smooth risk management with a good overview, combining it with effective quality assurance. Implementation is significantly streamlined, even if the contractors have different native languages. Official agencies in the mining sector who monitor the market – such as county administrative boards – are presented with what are known as the monthly environmental reports from the mining companies when they log into the Web service. Project leader: Anna Norberg, Umeå University, Lycksele Business and Community. E-mail: [email protected] Project owner: Lärcentrum. www.lycksele.se/larcentrum Starting up a business e aim of the project is to develop a joint e-service for all agencies, that makes it clearer and easier for people to get from an idea to a functioning company. Sweden needs plenty of new and vigorous companies with good growth prospects. e aim of the service is to reduce existing barriers to setting up and growth, and to make it easier to start new companies. e e-service will make it easier for entrepreneurs to start a new business by explaining how to set up in business, and to make it possible to start a company at an early stage in the process. e aim is also to record important information that can be reused and that can be submitted to several agencies simultaneously at the formal start of the business. With the help of an interactive business plan containing budgets and automatically generated key figures, the new entrepreneur can quality-assure the information, something that has a high degree of utility for both companies and official agencies. e project uses and enhances existing services and collaborations, such as Företagsregistrering.se and Nutek’s Företagarguide (Guide for Entrepreneurs). 9

e official Swedish agencies of most significance to new entrepreneurs are collaborating in the project. A success factor is a common view among agencies about the process of starting up a new company. Project leader: Kalevi Pitkanen, Swedish Agency for Economic and Regional Growth – NUTEK, Stockholm. E-mail: [email protected] Project owner: Swedish Agency for Economic and Regional Growth – NUTEK. www.nutek.se Process-driven e-services for growth of trade and industry in municipalities Active businesses are a precondition for healthy development in municipalities. Municipalities have a significant role to play in creating the preconditions for well-functioning businesses. e need for cooperation between municipalities and companies varies, depending on the stage at which the company is – start-up, expansion or ongoing operations. e project is all about developing process-driven e-services. Such e-services are the tools for interaction between municipalities and companies. e intention is to develop municipalities as sound environments for businesses by streamlining, shortening and ensuring communications and cooperation between municipalities and companies to provide the right preconditions for businesses. Business development is all about the municipalities providing the right preconditions for companies to set up, operate and expand. e development of a corporate environment involves different processes and, official bodies in the municipality, plus a range of matters such as land, buildings, catering, and environmental. e business environment affects businesses – but also the public at large, employees, customers and suppliers. e project involves co-operation between the municipalities of Linköping, Mjölby, Motala and Norrköping, together with Linköping University (Forskningsnätverket VITS – the VITS research network), Regionförbundet Östsam (Östsam Regional Development Council) and the IT company Ibitec. Project leader: Per Widman, Linköping kommun. E-mail: [email protected] Project owner: Näringslivskontoret. www.linkoping.se 10

The Planning Portal e Planning portal is intended to be a web service supporting the physical planning, infrastructure planning, the siting of buildings and the processing of permits for buildings and plant. Via the portal, companies, municipalities, other official agencies, organisations and private individuals will be able to search, view and retrieve practically all the geographic information that is relevant for these purposes. e planning portal will hopefully contribute towards a rational and efficient urban planning process. e turnaround time for planning permits will be shortened. Via the planning portal, companies will be able to obtain essential information and the guidance they need for assessing suitable site planning, as well as the design of new buildings and new plant. e project is divided up into five sub-projects: 1. User and needs analysis 2. Development of version 1 of the Planning Portal 3. E-services for planning, location planning and processing of permits for wind turbine power stations 4. Harmonisation of planning information 5. Prototype for version 2 of the Planning Portal. Researchers from Lund University and Linköping University, as well as from the Universities of Gävle and Blekinge, are participating in the project. e management group consists of participants from Boverket (principal organisers, at the National Board of Housing, Building and Planning); Lantmäteriet (Swedesurvey); Statistiska Centralbyrån (Statistics Sweden); Sveriges länsstyrelser (Sweden’s County Administrations); Energimyndigheten (Energy Agency); WM-data and Future Position X. A number of municipalities, official agencies and companies will be included in a reference group. Project leader: Pål Karlsson, e National Board of Housing, Building and Planning, Karlskrona. E-mail [email protected] E-mail: Project owner: e National Board of Housing, Building and Planning. www.boverket.se

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Electronic Procurement of Telecom Services for the Public Sector e aim of this project is to produce a model and a portal for the public procurement of telecommunications services. A portal with a generally available model provides a tool for agencies involved in procurement to achieve simpler and more efficient procurement that more closely matches their specific needs. At the same time it also provides opportunities for many more companies to compete and make inroads into the public sector market. is applies not least to small and medium-sized enterprises because it enables them to offer a selection of services and/or within a geographically defined area. Increased access gives increased competition, which in turn leads to improve quality and/or lower prices. It also reduces the transaction costs for customers and suppliers taking part in public procurement. A generally available model based on the principle of public access to official documents provides plenty of potential for improvements because agencies, suppliers, manufacturers and private citizens can freely discuss matters, make comments and suggestions, distribute and amend the model for their own purposes.

Ekonomiprint November 2006, 300 copies

Project leader: Helena Lindskog, Linköping University, School of Management. E-mail: [email protected] Project owner: IT-företagen. www.itforetagen.se

VINNOVA´s mission is to promote sustainable growth by funding needs-driven research and developing effective innovation systems. V I N N O V A — S W E D I S H G O V E R N M E N T A L A G E N C Y F O R I N N O V AT I O N S Y S T E M S VINNOVA, SE-101 58 Stockholm • Office: Mäster Samuelsgatan 56 Phone: +46 (0)8 473 30 00 • E-mail: VINNOVA @ VINNOVA .se • Website: www. VINNOVA .se